Connecting Wales + Microsoft Teams

Secure, reliable, cost-effective
communications & collaboration

Welsh Public Sector organisations can now use Microsoft Teams to drive increased collaboration within and between departments and organisations.  Combine the brilliant collaboration features of Teams with the advanced enterprise telephony features, contact centre capabilities, support and reliability of Connecting Wales.

Align every employee to deliver the best citizen experience

Take Microsoft Teams beyond internal employee collaboration by integrating Teams into the contact centre. The Connecting Wales multi-channel contact centre capabilities provide citizens access to your contact centre agents via their channel of choice; the Microsoft Teams shared workspace then enables your agent to effortlessly engage back-office experts to provide the best resolution available for each citizen contact.

Benefits of Teams Integration

Drive productivity by encouraging collaboration whether employees are in the office or working remotely.

Increased operational efficiency

Integrating Teams into the contact centre enables agents to easily identify and engage subject matter experts to address citizen queries and managing all interactions in a single client reduces handling time and boosts productivity.

Improved citizen experiences

When agents have to spend more time looking for information or try to find subject-matter experts to help address an issue, citizens are more likely to get frustrated due to lengthened wait time. Teams directory and presence enables an agent to immediately identify and access a back-office staff to help citizens.

Streamlined user experience

Employees can easily contact people within their organisation via Teams, however, without integrated Teams telephony, an employee has to switch between multiple devices to make calls outside the organisation. With direct routing users can make and receive all calls seamlessly from the same device.

One number across devices

Employees have just one direct dial with a Teams telephony integration so you can routes all calls into Teams so they can answer them via their laptop rather than switching between devices.

Leverage existing investment

Integrating Teams telephony means you can retain your existing desk phones and equipment rather than potentially needing to invest in new Microsoft approved handsets. In addition, you retain all the work and development done on your telephony set up over the years.

Cost savings

While Microsoft offers domestic and international calling plans these can become prohibitively expensive when rolled out across all your employees. Connecting Wales offers dramatic cost savings compared to Microsoft when integrating Teams into your overall telephony infrastructure,

Out of hours calls

With so many employees working from home the line between working hours has become blurred with many people unable to switch off from work. With the Teams app installed on your employees’ mobile phone all calls can be routed to out of hours services or direct to voicemail.

Rich functionality

Microsoft is not an expert in the complexities of voice delivery and switching to Microsoft Business Voice means some standard and advanced functionality of your PBX will be lost. Through Connecting Wales, you keep all your current telephony system functionality and add the additional functionality of Teams.

Integrate Teams into the contact centre

Increase operational productivity and improve the customer experience. Seamlessly enable your back-office support for your front-line agents.

CRM Integration

Screen pops & caller identification: full CRM integration delivers improved context and history for every interaction.

Skills based routing

Intelligent routing delivers prioritised, queued interactions to the right agent every time

Directory searching

Instantly identify and connect with available subject matter expert

Categorisation & wrap-up

Agents can easily categorise calls and provide wrap-up information in the simple Teams interface

Citizen self-service

Purpose-built IVR, mobile navigator tools, and full Knowledge Management suite to quickly deploy self-service applications

Agent availability

Agents are empowered to manage their own availability, easily visible to everyone via Teams

Quality management

Speech and interaction recording with a full suite of quality management tools

Graphical reporting

Out-of-box and custom reporting to track performance and KPIs

Real-time dashboard

Personal and centre-wide dashboards empower agents and supervisors

Find out more

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